Senior Manager, Global Operations AI

In this role, you will work closely with the AVP and Director to support execution of the Global Operations AI mandate across strategy, transformation, product delivery, people strategy, and responsible AI governance. You will serve as a key coordination point across 14 countries, maintaining visibility across portfolio priorities and supporting timely execution. A core part of this role is enabling Tech and Operations teams - who are increasingly building and owning AI models through low-code/no-code and vendor solutions - to understand and fulfill their first-line Model Risk Management obligations.

Position Responsibilities:

• Model Risk Management Enablement: Provide guidance to Tech and Operations model owners on first-line MRM obligations. Support model documentation, submissions, monitoring, and ongoing compliance activities.
• Responsible AI Governance: Manage governance reviews and evidence coordination for AI initiatives. Partner with Risk, Legal, Compliance, and Privacy teams to obtain approvals, resolve issues, and maintain documentation aligned with enterprise standards.
• Regulatory Navigation: Translate regulatory and policy requirements into practical guidance for AI teams across regions and business segments.
• Global Coordination: Coordinate portfolio activities across 14 countries, including intake management, reporting, escalations, and cross-country collaboration.
• Target & Benefit Tracking: Track portfolio targets and benefit realization, identify variances, and provide progress reporting to senior leadership.
• People Strategy Execution Support: Monitor AI workforce and reskilling initiatives, track progress, identify risks, and escalate issues as needed.
• Strategic Research & Synthesis: Conduct market, regulatory, and competitive analysis, delivering concise insights and recommendations to support leadership decisions.
• Reporting & Communications: Prepare executive reporting, dashboards, status updates, and governance documentation to support oversight and audit requirements.
• AI-Augmented Delivery: Leverage AI tools and automation to improve reporting, documentation, and executive communications, while sharing best practices across the team.
• Continuous Improvement: Drive process improvements across governance, documentation, and coordination activities to increase efficiency and reduce rework.

Required Qualifications:

• 6+ years of experience across AI governance, model risk management, compliance, operational risk, or technology risk in a regulated financial services environment.
• Demonstrated experience supporting or coordinating first-line model risk obligations - including model inventory management, risk tiering, documentation requirements, and ongoing monitoring commitments.
• Demonstrated experience in Responsible AI governance, including ownership of governance reviews, working knowledge of OSFI guidelines and privacy frameworks, and the ability to lead evidence coordination independently.
• Practical understanding of AI/ML risks - bias/fairness, explainability, robustness, data privacy - and how governance requirements translate into delivery evidence.
• Ability to communicate MRM obligations clearly and accessibly to non-specialist model owners across Tech and Operations teams.
• Strong organizational and coordination skills; comfortable managing multiple concurrent workstreams across global teams.
• Strong analytical and written communication skills; able to synthesize complex information for senior audiences.
• Demonstrated ability to work independently, prioritize competing demands, and drive to resolution without constant direction.
• Hands-on experience using AI tools for research, synthesis, reporting, and content generation; comfortable experimenting with and adopting agentic workflows and LLM-connected enterprise platforms to accelerate high-value work.

Preferred Qualifications:

• Experience supporting governance and MRM for GenAI and LLM-enabled solutions, including evaluation approaches and monitoring considerations for large language models.
• Familiarity with low-code/no-code AI tools and vendor model governance - understanding the MRM implications of model ownership shifting to non-specialist teams.
• Experience with enterprise governance tools, model registries, or risk management platforms.
• Experience supporting AI transformation programs across multiple geographies or business units.
• Understanding of people strategy, reskilling, or workforce transformation programs in a tech/operations context.
• Relevant certifications in risk, privacy, compliance, or AI ethics are an asset.
• Financial services experience strongly preferred.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-Hybrid

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Referenced Salary Location

Working Arrangement

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.